Difficulty: novice

Problemtrees

Problemtrees are used within requests to specify the sort of request and assign a treatment group. The problemtree can be found in the navigationmenu under Request - Problem type schemes. To navigate to the problemtypes click on the magnifying glass left from problemtree. This will open the problemtree used within the current environment:

Problemtypes

Within a problemtree are specified problemtypes. Examples of problemtypes could be Facility requests, IT requests etc. Importing these problemtypes can be done using the problemtree import used in the Request SBR (See Standard requests SBR). The problemtypes should be imported hierarchically, as shown in the picture above we have a parent problemtype with sub problemtypes. When selecting the problemtype in requests this will be taken into account:

Standard problemtype settings

The general settings of problemtypes is simple, they can have a parent problemtype (creating the hierarchy), and a name/reference often chosen by the customer:

Aside from some general settings here we also decide the treatment group the request will be assigned to. More on treatment groups in the Standard requests SBR. This allows requests to be assigned to people within the treatment group of the problemtype only.

The Request type decides what kind of request is submitted Information/Wish etc. The priority decided the SLA time for requests.

Asset, Area and property settings

Within problemtypes we can decide to use property’s, area’s or assets and also specify if these have to be within a specific category.

Workorders

Workorders can be created automatically for specific problemtypes by setting “auto create workorder” to yes. For these workorders we can select a standard treatment groups and a role. The role will determine if a preferred supplier is linked and will submit the request to them. More on preferred suppliers in Preferred suppliers.

Summary

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